Integration Feature Set & Supportability.
The following features are supported with the NICE inContact & OpenMethods Integration on both Central and Userhub environments unless otherwise noted.
|Use Case||Supported Features||Additional Information|
|Agent Reason Codes||Not Ready Reason Codes||Information is pulled directly from inContact and displayed in the Harmony Media Bar.|
|Voice Interactions||Answer||Supported in both Media Bar & inContact Max|
|Hangup||Supported in both Media Bar & inContact Max|
|Hold/Retrieve||Supported in both Media Bar & inContact Max|
Refer to NICE Documentation here to enable/disable this feature.
See Call Recording to trigger via PopFlow Activity.
|When "masking" is enabled within NICE, the Media Bar will show recording options.
|After Call Work||
|Send DTMF||Supported while handling the call.|
|Email Interactions||Supported||Applicable if enabled within inContact|
|Chat Interactions||Supported||Applicable if enabled within inContact|
|User Data Functionality||
||The integration supports user data pushed from inContact into the OpenMethods platform.|
Non-Supported/Limited Integration Features
|Voice Use Cases||Non-Supported Or Limitations||Additional Information|
Set Phone Number and Set Station ID.
Currently supported Voice Connection is "Integrated Softphone".
|Blind Transfers||Not Supported||Not Supported in the Harmony NICE integration.|
|Mute||Not Supported||Supported by inContact|
|Pause Recording||Not allowed when the call is on hold.|
|Start Recording||Not allowed when the call is on hold.|
|Stop Recording||Not Supported||Once the recording is started it will be stopped when the interaction ends.|
|Hold Call||Not allowed when the call recording is paused.||Limitation|
|Direct Agent Outbound Call||Not Supported||Outbound calls directly to an agent.|
|Automatic Wrap-up and Disposition||Not Supported with Multi-Media||Currently unsupported with Email & Chat.|
Additional Integration Information:
Check out the following articles that go deeper into additional features and functionality between Harmony and NICE inContact.